Banking front-line personnel assessment by fuzzy logic approaches

Abstract

The article is dedicated to the qualitative assessment of banking personnel and the interpretation of the results with a developed fuzzy logic expert system. The authors proposed to evaluate human resources based on the Company Loyalty, Customer Service Quality and Intra-Corporate Communication which are linguistic terms for personnel to be assessed. To interpret the results of the received staff assessment, a fuzzy expert system was developed which enables the Business Efficiency of Personnel to be estimated. The expert system was tested at the front-line office of the regional bank. Regression and correlation analysis revealed high correlations between the Business Efficiency of Personnel and the quantitative results of employees. The practical relevance of the research is conditioned by the growing need to assess credit managers during the trial period or at the introduction of new products, while quantitative indicators are absent. The methods used for research comprise survey, ranking of the factors and factor analysis.